Derek Hermann's Linkedin Analytics

Hello! 👋 I am a determined & accomplished Customer Experience Senior Leader with 16+ years experience guiding & improving operations -utilizing data- within the public utility sector. What I'm doing, most recently: 👉 I directed all Customer Services operations, including the contact center, walk-in centers, back-office, collections, training, quality assurance, workforce management, business analytics, and support areas. 👉 I led a diverse, predominantly union-represented team of over 120 employees, including 5 managers and 10 supervisors, within a hybrid work environment; also responsible for the utility meter-to-cash revenue stream processes and applications. Some examples of what I do: ✅ I reduce customer contacts - by 51% between 2013–2023 through data-driven & iterative process improvement and efficient resource management. This has saved the utility & its customers more than $3.29MM. ✅ I implement innovative ideas to solve unprecedented problems - recovered $12.1MM in customer arrears from the 2021 post-pandemic peak of $17MM (71% recovery within 2 years). I did this through a collaborative approach with employees, deep data-diving, and designing processes to incentivize good-faith customer behaviors. ✅ I improve the Customer Experience - including record contact center Service Levels between 2019-2023, with an annual avg. of 80% of contacts answered within 30 seconds or less, utilizing efficient resource management using data trending & an iterative process improvement. ✅ I lead with heart and mind (and, yes, with data), including a more than 93% remote workforce as of 2024, balanced with career advancement and growth opportunities and also consistent performance management and progressive discipline. ✅ I increase employee productivity & morale - in 2018, I coordinated a department-wide redesign of all work processes. While unconventional, this improved access to meaningful time off by 348%, led to higher process efficiency, and decreased employee call-outs -all with no additions to staffing, whatsoever. ✅ I reduce budgets - managed annual department budgets of $15MM 2019–2024 always coming below target; give-backs were 13% or $2MM per year, with 2023 at just under $3MM. Please connect with me if you're looking to make a positive difference in this world!! ☺️